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Vodafone - LMS Implementation for Seamless Customer Service Support

Client:

Vodafone

Category:

LMS Case Study

Industry:

Telecommunications

Business Requirements

  • Client wanted to replace their existing Learning Management System due to lack of customer service support. 
  • They wanted to effectively train their call center employees spread across diverse locations.

When they approached Tenneo (formerly G-Cube LMS) to find a digital learning solution, they had specific need

  • An agile & robust learning platform to enhance the competence of sales staff at the dealerships.
  • A learning solution which can be scalable, cloud-based, and gamification friendly to engage the learners.
  • Easy access to various formats of learning contents and a tracking mechanism for training delivery and outcome.
  • Ability to provide elearning and blended learning that makes workforce knowledge ready quickly with new products and features.

Challenges

  • Their existing system was unable to cater to the increasing training needs of the Telecom workforce.  
  • To create different workflows for different demographics using a centralized learning system.
  • To effectively train the call center employees and track their progress via a centralized e-learning platform.

Our Solution

  • We implemented Tenneo (formerly G-Cube LMS) LMS v7 to impart seamless customer service support.
  • We integrated our robust Tenneo (formerly G-Cube LMS) LMS with Call Monitoring Software to automate learning and track learners’ progress. 
  • Gamification feature encouraged the learners to learn more and compete with the peers.
  • Audio & Video-based assessments were provided to optimize learner engagement and retention.  
  • Our modern LMS also supported Social & Collaborative learning to align e-courses as per the diversified job roles and demographics.

Benefits

  • Personalized learning paths helped the customer support employees to engage more and understand their career growth. 
  • Integration with Call Monitoring software helped to track individual performances and assign trainings accordingly. 
  • Leaderboards and ranks motivated the learners to retain for long & perform better at the workplace. 
  • Audio & video-based assessments helped to evaluate learners’ skills set and reinforced learning. 
  • Deployment of Enterprise level account of Tenneo (formerly G-Cube LMS) LMS reached to 43000 licenses worldwide. 
  • The account is expected to add another 15000 licenses to the existing ones.

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